Respond to a card dispute

A card dispute happens when a client asks their bank to reverse a card payment they paid you. Zelun is told when one opens, tells you straight away, and builds the evidence for you from what it already knows about the booking. You review it and send it once, before the bank's deadline.

Zelun does not hold your funds. The payment went through your connected payout account, and the platform fee applies to captured payments as usual. A dispute is between the client's bank and the payment provider, and what you send is the evidence the bank reads.

1. Connect payouts for the location. Disputes only exist for card payments taken there.
2. Keep notifications on for payment alerts. The first report of a dispute is sent once, to the people chosen in your notification settings.

1. When a dispute opens you get a notice, and the appointment shows Card dispute open.
2. Open My business and find Payments under Billing. On the location's card, find Card disputes.
3. Each dispute shows its status, the amount, the reason the bank gave and the date to send evidence by.
4. Press Review the evidence. It shows the booking, whether the client accepted the card policy and when, the deposit history, the activity on the client's booking link and the messages Zelun sent them.
5. When you are happy with it, press Send evidence to the bank and confirm. It is sent once and cannot be changed afterwards.
6. The status changes to Card dispute won, Card dispute lost or Card dispute closed when the bank decides. A lost dispute shows what it cost on the appointment.

Nothing. A dispute is not shown to the client, and they do not get a message about it.

• Waiting past the deadline. After the date shown, evidence can no longer be sent and the button disappears.
• Expecting the evidence to name your staff. Staff appear only as "staff". The client's card details and other clients' bookings are never included.
• Expecting a policy acceptance that was never recorded. A client who never left a card has no record of agreeing. The evidence says so rather than inventing one.
• Sending twice. Evidence goes once. Review it carefully first.

The linked articles cover deposits and refunds, saved cards, payouts and account alerts.